Terms of Service

01 Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer," "you," or "your") and Sutahi ("Company," "we," "us," or "our") governing your access to and use of the Sutahi hotel management platform and all related services.

By clicking "I Agree," registering an account, or otherwise accessing or using Sutahi, you confirm that you have read, understood, and agree to be bound by these Terms. If you are entering into this agreement on behalf of a company or organization, you represent that you have the authority to bind that entity.

If you do not agree to these Terms, you must not access or use Sutahi. These Terms were last updated on March 1, 2026 and supersede all prior agreements.

02 Service Description

Sutahi provides a cloud-based Software-as-a-Service (SaaS) Hotel Property Management System (PMS) tailored for the Saudi hospitality industry. The platform is delivered exclusively via internet access and includes:

Features vary by subscription plan. Sutahi reserves the right to modify, add, or remove features with reasonable notice as outlined in Section 12.

03 Account Registration

To use Sutahi, you must register a company account. By registering, you agree to:

• Provide accurate, complete, and current company information including Commercial Registration (CR) number and VAT number
• Designate at least one administrator with full authority to manage the account
• Keep login credentials secure and not share them with unauthorized personnel
• Promptly update account information when changes occur
• Accept responsibility for all activities that occur under your account
• Notify us immediately of any unauthorized access at security@sutahi.com

User roles within your account are governed by the role-based access control system. You are responsible for configuring appropriate permissions for your team members in accordance with the principle of least privilege.

04 Subscription & Billing

Plans & Pricing

Billing Terms

• All prices are listed in Saudi Riyal (SAR) exclusive of VAT. 15% VAT is applied at checkout.
• Subscriptions are billed at the start of each billing cycle (monthly or annual).
• Annual plans are billed upfront for 12 months at a 20% discount vs. monthly.
• Subscriptions auto-renew unless cancelled at least 7 days before the renewal date.
• Payment methods: Stripe (Visa/Mastercard/Mada) or bank transfer (offline payment with proof upload).
• Failed payments trigger a 7-day grace period before service suspension.

14-Day Free Trial

05 Cancellation & Refunds

Cancellation Policy

• You may cancel your subscription at any time from your account Settings → Subscription page.
• Service continues until the end of the current billing period. No pro-rata refunds for mid-period cancellations on monthly plans.
• Annual plan cancellations: refund of unused full months, less a 10% administration fee.

Data Export After Cancellation

Refund Eligibility

• Service outages exceeding the SLA commitment (Section 9) qualify for pro-rata service credits, not cash refunds.
• Duplicate charge refunds are processed within 5 business days upon verification.
• First-month refund may be available within 7 days of initial subscription start if the service materially fails to perform as described.

06 Permitted Use

Sutahi is licensed exclusively for use by Saudi hospitality businesses and authorized agents. You may use Sutahi to:

• Manage hotel property, room inventory, and reservations for your own properties
• Process and submit ZATCA-compliant e-invoices for your guests
• Register guests with government systems (NTMP, Nusuk) as required by Saudi regulations
• Manage your internal team, payroll, and operational workflows

Prohibited Uses

The following are strictly prohibited:

• Reselling or sublicensing access to Sutahi without written consent
• Reverse engineering, decompiling, or attempting to extract source code
• Using the platform to generate fraudulent ZATCA invoices or manipulate tax records
• Uploading malicious code, conducting security attacks, or attempting unauthorized access
• Using the service for any activity that violates Saudi law or Islamic finance principles
• Sharing API credentials or bypassing authentication mechanisms

Violation of these restrictions may result in immediate account suspension without refund and may be reported to relevant Saudi authorities.

07 Intellectual Property

You grant Sutahi a limited, non-exclusive, royalty-free license to process, store, and transmit your data solely for the purpose of providing the contracted services. We do not sell or share your data with third parties for commercial purposes.

08 Data Processing

By using Sutahi, you act as the Data Controller for your hotel and guest data, and Sutahi acts as the Data Processor. Our processing activities are governed by our Privacy Policy (sutahi.com/privacy) and the Saudi Personal Data Protection Law (PDPL).

You are responsible for: obtaining any required consents from your hotel guests for data collection; ensuring your use of Sutahi complies with applicable Saudi privacy law; and notifying us of any data subject rights requests you receive related to data we process on your behalf.

For ZATCA compliance processing, we act under your instruction as a certified ZATCA-integrated platform to submit e-invoices to the Fatoorah API on your behalf. You remain the taxpayer of record and responsible for the accuracy of all submitted invoice data.

09 Service Availability

We target 99.5% monthly uptime for the core PMS platform. Scheduled maintenance is performed during off-peak Saudi Arabia time (typically 2:00–5:00 AM AST) with at least 48 hours advance notice via email and in-app banner, except for emergency security patches.

Outages exceeding SLA entitle you to service credits calculated as: (Downtime hours beyond SLA ÷ Total hours in month) × Monthly fee. Credits are applied to the next billing cycle and are your sole remedy for service outages.

10 Limitation of Liability

IN NO EVENT SHALL SUTAHI BE LIABLE FOR: loss of profits, revenue, or data; business interruption; indirect, incidental, consequential, special, or punitive damages; or loss of goodwill — even if advised of the possibility of such damages.

These limitations apply regardless of the form of action (contract, tort, statute, or otherwise) and shall survive even if a limited remedy fails its essential purpose. Some jurisdictions do not allow limitation of implied warranties, so these limitations may not apply to you in full.

11 Governing Law

The parties agree to attempt good-faith resolution of any dispute within 30 days of written notice before initiating formal legal proceedings. For disputes below SAR 100,000, the parties shall first attempt resolution through the Saudi Center for Commercial Arbitration (SCCA) before court proceedings.

12 Changes to Terms

Sutahi reserves the right to modify these Terms at any time. We will provide notice of material changes through:

• Email notification to your registered account administrator
• In-platform banner displayed for 14 days before changes take effect
• Updated "Last Updated" date prominently displayed at the top of these Terms

Your continued use of Sutahi after the effective date of any modification constitutes your acceptance of the revised Terms. If you disagree with the revised Terms, you must cancel your subscription before the effective date. Sutahi will not retroactively apply new Terms to past billing periods.